Gurgaon, March 27 -- Genesys has introduced Genesys Cloud Social, expanding the Genesys Cloud platform's capabilities to include public social media listening. This enhancement allows organizations to analyze consumer sentiment and integrate insights from social media channels alongside voice and digital interactions. The platform aims to provide organizations with a unified view of customer interactions, enabling proactive and personalized engagement.

Social media is becoming an essential channel for customer interactions. A 2024 Genesys survey found that 52% of consumers who shared negative service experiences on social media did so to seek direct attention from brands for resolution. However, many organizations manage social media eng...